Member Support Representative II - Verifications
ID.me•McLean, VA
•Onsite
About The Position
As a Member Support Representative II - Verifications, you will play a crucial role in ensuring the security and accuracy of our virtual member verification process. You will engage with members via video calls, guiding them through the verification process while delivering outstanding customer service. This opportunity is located onsite at ID.me’s headquarters in McLean, Virginia. This is a full time opportunity and is not able to be done remotely.
Requirements
- High school diploma or equivalent required
- Minimum 6 months of experience in customer support role preferably in a contact center environment
- Minimum 6 months of experience using Mac and/PC platforms for daily operations
- Ability and willingness to work in-office five days per week
- Excellent written and verbal communication skills
- Excellent interpersonal skills and capable of de-escalating conflict
- Consistently demonstrates punctuality and reliability in attendance
- Proficiency in using video conferencing software like Zoom
- Proficiency in using Google Suite
- Proficiency in using ticketing software like Zendesk
- Ability to handle sensitive information with confidentiality
- Ability to thrive in a fast-paced environment when there are changing priorities
- Ability to be a team player with a strong, self-managing work ethic
- Ability to be a self-starter with a passion for learning and continuous improvement
Responsibilities
- Conduct inbound video verification calls with members, ensuring a friendly and professional experience
- Verify member identities across multiple communities by requesting and validating required documentation
- Address member inquiries and concerns related to the verification process
- Assist with account recovery to track, manage and resolve members’ issues, ensuring a secure and efficient resolution
- Embrace and implement the tactics and techniques provided by leadership during coaching/ training sessions in order to achieve desired goals
- Adhere to the companies Quality Assurance program and the associated policies
- Collaborate with team leads and management to enhance the verification process
- Stay updated on company policies, procedures, and industry regulations
Benefits
- Competitive salary and benefits package
- Shift differential for nights and overnights
- Medical, Dental, and Vision Insurance
- Eligible for 15 days of accrued Paid Time Off annually
- Paid training and ongoing professional development
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
